{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "gitlab",
    "name": "GitLab",
    "vendor": "GitLab",
    "website": "https://www.gitlab.com",
    "category": "developer-tools",
    "category_name": "Developer Tools",
    "tags": [],
    "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.9,
    "max_credit_percent": 10,
    "max_credit": {
      "kind": "capped",
      "label": "10%",
      "value": 10,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "ultimate",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 10,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.9,
          "credit": 5
        },
        {
          "below": 99.5,
          "credit": 10
        }
      ]
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "incident_date",
      "business_days": false,
      "method": "Support Ticket",
      "url": "https://support.gitlab.com/",
      "required_evidence": [
        "Account ID",
        "Affected services",
        "Incident timestamps",
        "Impact description"
      ],
      "review_days": 15,
      "credit_application": "Applied to next invoice"
    },
    "exclusions": [
      "Scheduled Maintenance windows",
      "Emergency maintenance for critical security or data integrity",
      "Force Majeure or general Internet connectivity issues",
      "Customer Terms of Service violations or misuse",
      "Equipment or software not controlled by GitLab",
      "Alpha, Beta, or Preview features"
    ],
    "support": {
      "tiers": [
        "Free",
        "Priority"
      ],
      "has_24x7": true,
      "fastest_response": "30 min (Emergency/Sev-1, on-call)",
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "included",
      "source_url": "https://about.gitlab.com/support/",
      "note": "Priority Support is included with Premium/Ultimate; 30-min Sev1 target, 24/7 emergency only. 24x7 covers emergency tickets only; a dedicated TAM is a separate paid offering."
    },
    "support_tiers": [
      {
        "name": "Premium",
        "slug": "premium",
        "price": "Included",
        "sla_eligible": false,
        "response_time": "< 24 hours"
      },
      {
        "name": "Ultimate",
        "slug": "ultimate",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "ci",
        "name": "GitLab CI/CD",
        "category": "ci-cd",
        "description": "Continuous integration and deployment",
        "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": false,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "registry",
        "name": "GitLab Container Registry",
        "category": "devops",
        "description": "Container image registry",
        "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "packages",
        "name": "GitLab Package Registry",
        "category": "devops",
        "description": "Package management (npm, Maven, etc.)",
        "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "pages",
        "name": "GitLab Pages",
        "category": "hosting",
        "description": "Static site hosting",
        "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": false,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "saas",
        "name": "GitLab.com (SaaS)",
        "category": "devops",
        "description": "Hosted GitLab platform (Ultimate tier; covers Issues/MRs, Git operations, Container & Package Registry, API)",
        "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "GitLab is a DevOps & Development provider. See the official SLA at [https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/](https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/).\n\nThe current SLA (effective for Ultimate-tier SaaS purchased or renewed on or after 2026-01-01) commits to a 99.9% Monthly Uptime Percentage for Covered Experiences (Issues and Merge Requests, Git operations, Container Registry, Package Registry, and related API requests). Service credits are claims-based: 5% of monthly fees when uptime is 99.5% to below 99.9%, and 10% when below 99.5%. Claims must be submitted via support.gitlab.com within thirty (30) days after the end of the affected month.\n\n<!-- Add human-readable notes about GitLab's SLA nuances here. -->"
  }
}